YMCA of Greater Rochester · 3 days ago
Vice President of Member Experience
Rochester,NY,US
Full-time
Hybrid
Director/Executive
$115K/yr - $125K/yr
10+ years expYMCA of Greater Rochester is seeking a Vice President of Member Experience to support the CXO and provide strategic guidance on membership options and delivery. The role involves leading initiatives to enhance member satisfaction, retention, and growth through data analysis and collaboration with branches.
FitnessHealth CareLeisureNon ProfitSportsTrainingWellness
Responsibilities
Support the CXO and provide senior management and other Association leadership with counsel, guidance and collaboration on business development strategies which refine the Ys membership options and delivery to maximize the Ys potential for growth, increase revenue and enhance membership satisfaction and retention
Lead audience studies, including but not limited to membership assessments and focus groups, to gain insight and knowledge to drive strategic implementation of member experience initiatives across the Association
Lead targeted and specific initiatives related to the Ys “Employee & Member Quality Experience Strategy” aimed at delivering clear service expectations, enhancing the Ys operations efficiency and increasing member satisfaction, retention and loyalty
Develop and implement (in partnership with the Communications & Marketing arm of the Experience Team): System-wide retention strategies focused on enhancing member experience and long-term engagement. Organic growth strategies to increase new joins across all membership categories (urban, suburban and rural) Engaging membership promotions for both acquisition and retention
Lead staff and execution of third-party membership programs, including initiatives to nurture and grow active older adult memberships
Lead staff and portfolio management of specialized membership, including but not limited to, Corporate, Community Health Partnerships, Self Direction and Military
Lead staff and data analysis and reporting related to member engagement, retention trends and experience impact metrics
Analyze membership data for ongoing predictive modeling of membership, helping us to make inform decisions and identify opportunities/risks
Lead staff responsible for all systems, content, processes and policy creation relating to the Ys member management system(s)
Provide tools, training and oversight to branches to enhance membership outcomes
Partner with operations to deliver the mission of the YMCA, serving as a liaison to branch leaders and (S)VPs of Operations to ensure accountability regarding membership goals, member engagement and procedures
Facilitate the development of branch staff expertise related to overall member engagement
Qualification
Required
Holds a bachelor's degree
10+ years of demonstrated experience in sales and business focused on sustainable growth, stakeholder influence and cross-functional collaboration
Models caring and responsibility through exceptional member-service engagement
Proven ability to lead organizational change in ways that strengthen culture, connection and service consistency
Familiarity with customer-experience technologies such as CRM systems, feedback tools and analytics platforms that support understanding and responding to member needs
Ability to translate customer insights and data into clear, actionable strategies aligned with the Y's mission, vision and organizational goals
Demonstrates connection and caring through clear, collaborative communication with stakeholders
Ability to travel location to location across the YMCA of Greater Rochester footprint
Must be able to sit or stand for the duration of the shift
Must be able to bend and stoop occasionally
Must be able to lift at least 25 pounds occasionally
Preferred
YMCA experience preferred but not required
Benefits
Generous benefits
Company
YMCA of Greater Rochester
YMCA of Greater Rochester is a non-profit wellness and fitness center offering sports and exercise training for people of all age groups.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ernest Lamour
President and CEO
Recent News
Rochester Business Journal
2025-11-29
Rochester Business Journal
2025-03-13
Rochester Business Journal
2025-01-24
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